Ankush .
Hyderabad,Telangana
Summary
Strategic operations leader with 15+ years of experience across global contact center operations, workforce management, and risk/program management. Proven track record of end-to-end ownership of SLA, quality, cost, and operational riskacross BPO and vendor-managed models. Expert in capacity planning, forecasting, headcount strategy, process governance, and operational automation, partnering with Product, Data, and Engineering to drive efficiency and scale. Known for building high-performing teams, delivering measurable savings, and executing high-impact global programs in fast-paced, high-stakes environments.
Overview
3
3
years of professional experience
Work history
WFM Administrator, CASA Program Manager II
Amazon
Hyderabad, Telangana
2025.12 - Current
- Responsible for managing the configuration of NiCE IEX and enable the WFM teams across Amazon to perform activities seamlessly.
- Direct the end-to-end support, maintenance, and technical administration of global Workforce Management (WFM) tools, ensuring high system availability and seamless operational continuity for international teams.
- Partner with business leaders to design and configure Forecast Groups, Staff Groups, and Routing Sets, driving measurable improvements in labor utilization and operational efficiency.
- Oversee the accuracy and timeliness of critical data flows between WFM systems and external platforms, maintaining strict quality controls to support reliable business reporting
Workflow Manager II, Worldwide Capacity Planning
Amazon
Hyderabad
2022.09 - 2025.12
- Achieved cost savings of $2M in Q2 2025 through atech fix in theAmazon routing tool.
- Managed theacquisition of a1800-seater vendor and merged Frontizo India with Amazon in 2024.
- Led site strategy for Amazon CS Business, transitioning 80% workforce to WFH setup in 2023.
- Oversaw capacity planning, demand planning, SLA management, and resource optimisation for 8000+ FTEs.
- Facilitated career progression for six members over three years through structured planning.
- Liaised with senior leadership and teams to align hiring plans and drive long-term goals.
- Managed business continuity plans for 18 events, mitigating impacts on up to 1200 FTEs.
- Developed and implemented change management processes around new tool adoption, achieving high adoption rates.
Education
Bachelor of Commerce - Financial
Kurukshetra University
Kurukshetra 2001.04 - /2011
S.S.C -
DAV
Kurukshetra, HaryanaH.S.C -
DAV
Skills
○ Risk & Operations Management
○ Strong Analytical Skills
○ WFM Knowledge (Short-term Capacity Planning, Long-term forecasting, Scheduling & RTM/Intraday)
○ Strong stakeholder management
○ Tools/Apps Knowledge- IEX/NICE, CMS Avaya, Genesys, eWFM, and MS Excel
○ Strategic thinking and delivery
○ Kaizen/Gemba
○ Make Decisions Quickly & Effectively
○ Strong leadership & management skills
○ Verbal, written, and presentation skills
○ Client Relationship Management
○ Ability to work under high pressure and consistently meet tight deadlines
Languages
English
Fluent
Accomplishments
Recognized with multiple leadership awards: Amazon WWCP Star Performer, People Manager, and Best Innovator (2021–2025).
References
References available upon request.
Timeline
WFM Administrator, CASA Program Manager II
Amazon
2025.12 - Current
Workflow Manager II, Worldwide Capacity Planning
Amazon
2022.09 - 2025.12
Bachelor of Commerce - Financial
Kurukshetra University
2001.04 - /2011
S.S.C -
DAV
H.S.C -
DAV